Customer Experience, Senior Manager

| Greater NYC Area
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What you’ll do:

  • Manage and develop a growing team of CX professionals; you understand how to motivate CX team members and create feedback mechanisms for improvement.
  • Actively seek opportunities to improve the tools, systems, SOPs and communication methods used by CX Associates.
  • Establish and rollout team scheduling process, ensuring all channels are covered throughout CX operating hours.
  • Partner with the Director of CX on resource planning and hiring; you’ll be responsible for hiring and on-boarding full time and temporary CX Associates .
  • Partner with Director of CX  in developing team KPIs and ensuring team members are meeting goals.
  • Develop and own a quality assurance framework and process.
  • Evaluate new CX platforms and tools.
  • Think of creative ways to improve the customer experience.

We’re looking for:

  • 5+ years of experience in CX, of which 3+ have been within a people management capacity (preferably at a startup) 
  • A track record in building and managing high performing CX teams; you know how to hire, engage and retain the best CX Associates
  • Experience building systems and processes within Customer Experience; you’ve implemented customer-centric initiatives and are always looking for ways to inspire the CX team to be customer advocates
  • Exceptional problem solving skills and good judgment
  • An entrepreneurial spirit and ability to think creatively when it comes creating memorable customer experiences 
  • A leader; one who leads by example and demonstrates a positive attitude
  • Ability to follow through on initiatives
  • Superior written and oral communication skills
  • Active listening skills to understand the needs of our customers and the CX team
  • Someone who is moved by the idea that you can help the overall business by being the voice of the customer
  • Deep knowledge of Zendesk or other customer experience systems

Billie, Inc. is an equal opportunity employer that celebrates diversity. We prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, compensation and recreational programs.

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Location

100 Crosby Street , New York, NY 10012

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